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Customer Success Manager – Enterprise Senior Living


This is a Full-time position in Central, LA posted January 4, 2022.

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets.

For over 20 years, the company has held the same vision – to help the world care for vulnerable populations.

Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions.

Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software.

With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals.

Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

PointClickCare is the leading cloud-based software provider for the senior care market in North America.

Driven by a passion for innovation and technology, we’re building solutions that have a true impact on people’s lives.

Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees.

PointClickCare is a dynamic environment to advance your career while performing meaningful work with great people.

Position Summary:

Reporting to the Director, Customer Success, the Enterprise Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.

The position is responsible for PointClickCare’s Enterprise Senior Living customers.

This position can work remotely and will travel to various client locations as required.

Key Responsibilities:

· Acting as the primary PointClickCare contact for corporate and enterprise accounts

· Building, growing, and expanding client relationships at all levels and across various functional areas of the organization (administration, IT, clinical, financial, etc.

including C-Suite) while achieving overall client success

· Conducting strategic business reviews (Success Reviews) for clients to drive further adoption for assigned accounts through continuous increase in value of PointClickCare EHR solutions

· Developing and executing strategic account plans, identifying organizational goals, and providing guidance to clients to achieve successful and valuable outcomes

· Liaising with internal departments, including Project Management, Data Services, Business Development, Account Services, Product, Marketing, etc., to ensure customer requests are appropriately prioritized and addressed

· Advocating on behalf of corporate accounts with other departments in PointClickCare by developing positive internal working relationships

· Working closely with the Account Executive in identifying and uncovering possible sales opportunities to make our customers successful

· Providing early warning and turn-around strategies re: corporate accounts who are dissatisfied with the service they are receiving

· Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement

Required Experience:

· Senior experience in Healthcare Sales/Account Management/Customer Success Management

· EHR or SaaS background is a definite asset

· Exposure to leading LTC organizations required

· Solid LTPAC domain knowledge

· Strong customer orientation focused on delivering customer needs

· Exceptional relationship builder that leads with integrity

· Outstanding track record of delivering results

· Excellent communication and presentation skills

· Good analytical and problem-solving skills

· Strong leadership ability and collaborative working style

· Experience using a CRM tool

· Post-secondary education required

Customer Success Manager Functional/Technical Competencies:

Interpersonal Influence: Knows their way around customer organizations and have a strong presence interacting at the executive level.

Builds close relationships and able to quickly gain buy-in and use relevant facts and figures when possible.

Gets others involved in mutually beneficial decision-making.

Able to handle difficult questions and concerns.

Customer Centric: Able to drive a customer-focused culture.

Understands industry pressures and their impact on customer businesses.

Anticipates and address customer needs, and gathers and shares their feedback within PointClickCare.

Consulting Skills: Develops strong relationships with decision-makers in prospective client organizations and has the ability to speak conversationally.

Compares customer needs with business objectives and fully utilizes business review tools at the master level.

Has the ability to analyze and display data, and takes the initiative to show others how to do things.

Can explain the results of solving versus not solving a problem, and how PointClickCare tools can solve customers’ problems and improve their businesses overall.

Organizational Effectiveness: Able to equip themselves organizationally by staying in the loop on organization culture and policies, building alliances, and by demonstrating a high level of self-awareness.

Work with others to understand internal and issues and know when issues require immediate resolutions.

Get buy-in and support without using authority, by involving others in processes or decision, and by understand their motivations.

Understand all solution options, tailor their own solutions options to their audience, and work with others to see the potential in all alternative decisions.

Strategic Planning: Gathers and shares customer feedback and owns customer satisfaction.

Drives a customer-focused culture and has a strong understanding of the industry pressures and regulations that impact their businesses.

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

PointClickCare welcomes and encourages applications from people with disabilities.

Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Please contact [email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy.

We use this information to evaluate your candidacy for the posted position.

We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.

When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it.

If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]

More Information on PointClickCare

PointClickCare operates in the Healthtech industry.

PointClickCare was founded in 2000.

It has 1557 total employees.

It offers perks and benefits such as Disability Insurance, Dental Benefits, Health Insurance Benefits, 401(K), Remote Work Program and Paid Holidays.

To see all 67 open jobs at PointClickCare, click here .